Finding Serial Number & IMEI

• iPhone: Settings → General → About → Serial Number & IMEI

SOS / Emergency Mode

• Power cycle — hold power, slide off, wait 30s
• Toggle Airplane Mode off in Settings or Control Center
• If still in SOS, escalate to IT with Serial and IMEI

General Troubleshooting

• Restart first — resolves most issues
• Check pending OS updates: Settings → General → Software Update
• Force restart: Vol Up → Vol Down → Hold Power

Password Reset

1. Okta Admin → Search employee → Reset Password → Send temp password

Reset Authenticators

1. Okta Admin → Find user → Click Reset Multifactor → Employee re-enrolls

Common Issues

• Locked: Check if deactivated — reactivate if needed
• No MFA codes: Reset authenticator and re-enroll
• Not prompting MFA: Clear cache or try incognito

General

• Sign out/in · Clear cache · Try incognito · Restart device

Google Workspace

• Verify @hawxservices.com account · Check status.google.com

Motive

• Force close · Verify location permissions · Reinstall via Self Service

Microsoft

• Sign out all M365 apps · Check status.office.com · Re-activate license

Finding Serial Without Phone Access

• Home screen ℹ️ Info icon · Jamf/MDM console · Device box · Apple Business Manager

Verify Device

• Ask what employee sees · Confirm app is up to date · Force close · Restart

VPN

• Check VPN icon · Disconnect/reconnect · Reinstall profile via Self Service

MDM Profile

• Settings → General → VPN & Device Management · Check Hawx profile is valid

Certificate Expiration

• Tap profile → check expiry · If expired, escalate to IT for re-enrollment

Before Submitting

• Confirm can't be resolved with restart/software fix · Document what happened · Note error messages

Broken Equipment

• Note visible damage · Check if it powers on · If data recovery needed, do NOT repair — escalate immediately

Lost Equipment

• Confirm truly lost · Note last known location/date · IT will initiate remote wipe

New Hire Equipment

• Confirm start date and role · Include software/access requirements · Submit ≥5 business days before start